management
Posted Mar 20Associate Director of Communications Systems (Arlington, VA)
at Ennoble Care
Arlington, United StatesOn-site
Responsibilities
- Manage user setup, extensions, and permissions
- Configure and optimize call routing, queues, and IVR structures to maximize answer rates
- Administer Dialpad WFM (Workforce Management) settings
- Troubleshoot call quality issues, agent status problems, and routing errors
- Monitor real-time and historical performance dashboards
- Coordinate with Dialpad support for escalations and feature rollouts
- Manage user accounts, permissions, and module access
- Build and maintain workflows, automations, and business rules
- Optimize CRM processes to support intake conversion and follow-up
- Test and troubleshoot workflow issues
- Maintain integrations between Dialpad, Zoho, CallRail, and other systems
- Administer CallRail (tracking numbers, routing, attribution)
- Administer Emitrr (SMS, user setup, templates)
- Support other no-code/low-code tools (Scribe, Keragon) as needed
- Troubleshoot integration failures and coordinate fixes
- Track and report on KPIs weekly to leadership
- Identify trends and proactively address issues before they impact metrics
- Conduct root cause analysis when performance dips
- Support Operations Analyst with data extraction for deeper analysis
- Support & Troubleshooting
- Create and maintain system documentation and SOPs
- Develop training resources to improve adoption and reduce errors
- Conduct end-user training for new hires and existing staff
Requirements
- experience managing contact center or communications platforms
- Experience administering CRM platforms (Zoho, Salesforce, or similar) Hands-on
- experience with no-code/low-code platforms and integrations
- Excellent communication skills with ability to present metrics to leadership
- Ability to work on-site in Arlington, VA Preferred •
- Experience in healthcare intake, call center, or patient access operations